Help Desk Technician II

Job Description Job Description We are looking for an experienced Help Desk Technician II to provide advanced technical support and ensure seamless IT operations for end users in Washington, District of Columbia. This role involves troubleshooting complex issues, maintaining systems, and delivering outstanding customer service. If you enjoy solving technical challenges and thrive in a dynamic environment, we encourage you to apply. Responsibilities: • Provide Tier 2 technical support to resolve escalated issues both remotely and onsite. • Diagnose and troubleshoot complex problems related to Windows and macOS operating systems. • Deploy and configure hardware, including workstations, monitors, and peripherals. • Perform server maintenance and administrative tasks to ensure optimal performance. • Analyze user needs to identify and implement preventative solutions. • Create and update technical documentation, including user guides and operational instructions. • Conduct advanced troubleshooting for network connectivity issues involving firewalls, switches, wireless access points, and VPNs. • Guide and train end users on effectively utilizing systems and software. • Manage incidents from initiation to resolution while ensuring a high level of customer satisfaction. • Perform root cause analysis to address recurring technical issues and implement permanent fixes.• Proficiency in troubleshooting and supporting Windows and macOS operating systems. • Strong knowledge of network configurations, including firewalls, switches, and VPNs. • Hands-on experience with hardware deployments and configuration management. • Familiarity with Active Directory, Citrix, and Cisco technologies. • Expertise in diagnosing and resolving server-related issues. • Ability to create and maintain detailed technical documentation. • Strong communication skills for training and guiding end users. • Commitment to maintaining confidentiality and safeguarding client information.

Location: Washington, DC, US

Posted Date: 6/24/2025